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MetroAccess Policy Changes and New Services Effective November 1, 2009

Some MetroAccess service guidelines will be changing effective Nov. 1. The new changes will address customer convenience and concerns about long phone hold times and changes to trip times. The changes will also help the program operate more efficiently. The Capital Metro Board of Directors adopted these service improvements on Sept. 28, 2009.

Pickup Window: In order to reduce schedule changes and late rides, the 15-minute window will be expanded by 15 minutes, effective Nov. 1. Customers will need to be ready to ride 15 minutes before and, as now, 15 minutes after the scheduled time of the ride. For example, if your MetroAccess ride time is 3:30 p.m., you will need to be ready to ride by 3:15 p.m. A MetroAccess vehicle may arrive between 3:15 and 3:45 p.m. You will need to board the vehicle within five minutes of arrival to avoid a no-show.

If you cannot be picked up earlier than a specific time, please let your reservation agent know¿your 30-minute pickup window can begin after the scheduled ride appointment. For example, if you cannot leave prior to 5 p.m., your pickup window will be from 5 to 5:30 p.m.

Please be sure to report any problems or questions as we start this new process. Door-to-door service remains in effect unless otherwise noted.

No-Shows: Beginning in January 2010, customers who receive four or more no-shows within a month will be suspended from the service for four days, in addition to the current $1.40 penalty charge for each no-show over four. The length of suspension will increase with the number of no-shows or late payments. No service will be provided to those who no-show trips regularly.

Customers will be notified by phone after having two no-shows within the month, and again at three no-shows. When a customer reaches four no-shows within a month, a letter will be mailed to the customer¿s home detailing the four-day suspension and the appeals process.

The no-show policy will be implemented in January to allow MetroAccess customers to become familiar with the new policies, particularly the pickup window.

Reward Program: Customers with zero no-shows each month will be entered into a monthly drawing for a free monthly pass. Details coming soon.

Advance Reservations: Effective Nov. 1, customers may schedule trips as early as six days in advance, and as late as 5 p.m. the day before the trip.

Call Center Hours: Beginning Nov. 1, the MetroAccess reservation agents will be available Monday through Friday, 7a.m. to 7p.m., and 8 a.m. to 5 p.m. on weekends. The telephone IVR system will still be available to check on rides, cancel rides, etc., 24 hours a day, seven days a week.

Upcoming News: In conjunction with these changes, Capital Metro will be rolling out some new features in the near future. New online reservation and cancellation tools will allow customers to schedule and cancel trips 24/7. Additionally, customers will be able to sign up to receive trip itineraries via email the day before their travel and subscribe to an information listing for MetroAccess News. Ask your reservation agent for more information.


line seperatorCapital Metropolitan Transportation Authority
2910 East 5th Street | Austin, Texas 78702 | (512) 389-7400
Specific Route Information | (512) 474-1200